Nowadays, technology has changed the way businesses operate and that includes how they handle customer feedback. Technology has made it possible for customers to be connected all day, every day. In addition, customers now have access to platforms where they can publicly praise or criticize your company. Therefore, only companies willing to adapt to these changes will survive. Continue reading to find out how technology is changing the way we treat customer feedback and what you can do about it.
1. Customer success metrics
Technology has enabled managers to use metrics to track customer success and to identify deficiencies. Key Performance Indicators (KPIs) help any team member see what issues your products or services might be having and help solve those.
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Customers nowadays expect to be able to reach you on every platform. This includes your website, email, social media, etc. Connecting and responding to customers instantaneously through their preferred channel would lead to higher customer satisfaction and brand loyalty. Social listening tools are an extremely useful tool when it comes to influencer marketing, social selling, building a fan base and a community around your brand, and analysing your marketing campaigns.
3. Getting more out of customer feedback
Technology has made it possible not only to collect more customer reviews than ever but also to extract more information from them. Now you can find out how satisfied your customers are, how they feel towards your brand and what changes they would like to see. Before managers would only hear from either the very satisfied customers or the extremely disappointed. However, now by using a feedback management tool they can easily connect with the segment in the middle.
4. Interpretation of data
Finally, feedback management tools have completely revolutionized the way we can interpret the data collected from customer surveys. Dividing your customers into segments and outlining the differences between them is now a child’s play. Furthermore, you can also easily create reports and graphs which can later be used to track the historical development of your company. In addition, this easy-to-do interpretation of data makes it less complicated and time-consuming to make decisions and justify potential changes.
In conclusion, technology has changed the way we treat customer feedback significantly in the past few years. It is safe to say that we can anticipate even more changes in the near future. This is why companies who keep ahead of all these changes and adapt easily to them have a better chance of success.